Cancelling an Aer Lingus flight

10kdays

So being an idiot I needed to change flights from one weekend (in June) to another two weeks from the departure date. Tried on line and was being charged 35€ each way plus additional difference in fares.

I fly semi-regularly so thought I'd ring Aer Lingus and chance my arm. Explained what had happened and that I fly regularly, in fact flying with them this month also. I asked if they could do anything - "No". So should I just buy all my new flights with Ryanair? "Do whatever you like". Ok, thanks.

Bought new flights very cheaply with ryanair. The only reason I paid the premium on Aer Lingus flights in the past was I thought they would be a bit more flexible if something like this happened, they were not, fair enough.

So I ring back aer lingus regarding cancelling my flight and getting a refund of my taxes. They charge a €20 administration fee each way. I asked if it made any difference if I cancel my flights before or after the departure time. They said no! So I am going to hold on to my tickets, preventing them from being resold and then I will cancel, just to screw them over a little.

roundymac

You'll find that their terms and conditions cover all angles for them. You should really take out multi travel insurence, that covers you for anything. It's €49 for the year with the VHI. I would'nt let AL get away with that surly attitude, I'd complain in writing cc it to Mr Muller. I had to deal with AL on the phone last year and the manner was apalling.

mikedragon32

Even VHI don't cover for the insured "being an idiot".

Proof, if it were needed, that more and more the only difference between Ryanair and Aer Lingus is the spelling.

I've never had cause to complain to Ryanair (I dread when the time comes) but my one complaint to Aer Lingus was stonewalled. Shocking customer service.

BuffyBot

Let's break this down..

10kdays wrote: »

So being an idiot I needed to change flights from one weekend (in June) to another two weeks from the departure date. Tried on line and was being charged 35€ each way plus additional difference in fares.

Perfectly fair - that's the fare you booked, and the conditions attached to it.

I fly semi-regularly so thought I'd ring Aer Lingus and chance my arm. Explained what had happened and that I fly regularly, in fact flying with them this month also. I asked if they could do anything - "No".

They're not going to change the ticket terms for you, just because you fly regular. If you buy a non-flexible ticket, you can't expect them to just make it flexible. What's the point in having fare rules if they just wave them. Why would anyone buy the more expensive, flexible tickets they have for sale?

So should I just buy all my new flights with Ryanair? "Do whatever you like". Ok, thanks.

While the response, if that's what was said, is less than prime, I can appreciate the sentiment. Saying stuff like that to call-centre staff never works. They have no incentive to help you.

Bought new flights very cheaply with ryanair. The only reason I paid the premium on Aer Lingus flights in the past was I thought they would be a bit more flexible if something like this happened, they were not, fair enough.

So, because they're not living up to your (incorrect) impression of the service they provide, they've done something wrong? The mind boggles.

So I ring back aer lingus regarding cancelling my flight and getting a refund of my taxes. They charge a €20 administration fee each way. I asked if it made any difference if I cancel my flights before or after the departure time. They said no! So I am going to hold on to my tickets, preventing them from being resold and then I will cancel, just to screw them over a little.

I'm sure the "administration" fee more than covers their cost, and if you're a no show they can just slot someone into the seat should they need to.

10kdays

BuffyBot wrote: »

Let's break this down..



Perfectly fair - that's the fare you booked, and the conditions attached to it.

Absolutely

BuffyBot wrote: »

They're not going to change the ticket terms for you, just because you fly regular. If you buy a non-flexible ticket, you can't expect them to just make it flexible. What's the point in having fare rules if they just wave them. Why would anyone buy the more expensive, flexible tickets they have for sale?

Why not? As a regular returning customer I think it would make good business sense to keep me coming back. Sure they would lose a small amount of potential profit in this instance, but now they have lost all my future custom.

BuffyBot wrote: »

While the response, if that's what was said, is less than prime, I can appreciate the sentiment. Saying stuff like that to call-centre staff never works. They have no incentive to help you.

A direct quote, as indicated by my quotation marks. I take this as the view of the company. Now, again, this is fair enough. They stick to their rules and that's perfectly fair, though in my opinion it is poor business sending a regular customer to the competition.

BuffyBot wrote: »

So, because they're not living up to your (incorrect) impression of the service they provide, they've done something wrong? The mind boggles.

At no point did I say or imply that they have done something "wrong". My post was completely factual except for one opinion of "fair enough" given, interestingly, on this particular point.

Adding comments like "the mind boggles" at fairly innocuous comments really derails any chance of intelligent discussions developing on these forums. I was going to let it slide until I saw that you are a moderator.

BuffyBot wrote: »

I'm sure the "administration" fee more than covers their cost, and if you're a no show they can just slot someone into the seat should they need to.

€40 to click a mouse on a button that says cancelled / refund. I'd say it probably covers their cost all-right. I'm not sure they can just slot someone into a seat that has an owner either. What if I show up?

Now what discussion? Record emigration and aer lingus passenger numbers declining with ryan air passenger numbers increasing. Google for exact percentages and time frames if you give a ****.

P. Breathnach

Well, I'm not a moderator, and my mind boggles also.

I screwed up on an Aer Lingus booking once, and I took the financial hit because it was my fault. The terms and conditions are quite clear on the website.

Why have Aer Lingus moved to this business model? Because of Ryanair. They are aping the Ryanair model because the typical Irish punter is seduced by a low headline price, and profits are made by adding on various charges and imposing penalties where they can.

It strikes my as ironic that you choose to take your future business to Ryanair simply because AL do the sort of thing Ryanair does. What happens when you fall out with Ryanair?

mikedragon32

Take a chill pill, OP. The attitude of your last sentence stinks.

Buffybot is a moderator in other parts of boards. Here he's just another Joe.

At the end of the day, when you book a flight with any airline, you agree to the terms and conditions of the booking. These include (for your booking) NO flexibility, NO changes and NO refunds. There's no point crying about it on the interwebs. If you didn't receive a satisfactory response from Aer Lingus, take it up with them.

10kdays

P. Breathnach wrote: »

Well, I'm not a moderator, and my mind boggles also.

I screwed up on an Aer Lingus booking once, and I took the financial hit because it was my fault. The terms and conditions are quite clear on the website.

Why have Aer Lingus moved to this business model? Because of Ryanair. They are aping the Ryanair model because the typical Irish punter is seduced by a low headline price, and profits are made by adding on various charges and imposing penalties where they can.

It strikes my as ironic that you choose to take your future business to Ryanair simply because AL do the sort of thing Ryanair does. What happens when you fall out with Ryanair?

I am in fact happy with the overall outcome of this situation. I will be refunded more than the cost of my new flights with ryanair. I understand tone is difficult to pick up on the net, but I tried so hard. I guess my post seems like a complaint and therefore readers will project an angry tone to my words. You are correct I have fallen out with aer lingus. I paid extra to fly with them, under my own false impression.

You are correct also, I think, that aer lingus are trying to follow Ryanairs business model. The problem is that they are failing as detailed in the passenger figures and the sort of customer service I and the other posters are experiencing will not justify the higher ticket prices, so what will.

mikedragon32 wrote: »

Take a chill pill, OP. The attitude of your last sentence stinks.

Buffybot is a moderator in other parts of boards. Here he's just another Joe.

At the end of the day, when you book a flight with any airline, you agree to the terms and conditions of the booking. These include (for your booking) NO flexibility, NO changes and NO refunds. There's no point crying about it on the interwebs. If you didn't receive a satisfactory response from Aer Lingus, take it up with them.

Again, I'm really not worked up. I was detailing one instance of their customer service which is exactly the purpose of this site. My last two sentences were trying to steer the discussion back to the issue of aer lingus losing customers despite huge numbers of people flying. I will not be taking anything up with aer lingus as they only followed their policies to the letter.

My post had nothing to do with me, and my opinion on what happened was deliberately kept to a minimum.

mikedragon32

trying to steer the discussion back to the issue of aer lingus losing customers despite huge numbers of people flying

No mention in your OP that this was the point of the thread. Most folk reading it would see it as a rant because they didn't bend the rules you signed up for.